Complaints procedure

Making a complaint

We want to put things right. To complain about our work or how we have handled your personal information, call 01952 897212, email info@strandwire.co.uk, or write to the address on our Legal information page (strandwire.co.uk/legal/). Please include your name, your address or job reference, what went wrong, and what you would like us to do. A relative or friend can complain for you if you tell us that you agree.

What we will do

Step	Work or service complaints	Data protection complaints
Acknowledge	Within 3 working days	Within 3 working days, and never later than the legal limit of 30 days
Look into it	We will review the job details and photos, and visit if needed	We will check what information we hold and what happened, without undue delay
Reply	In writing within 14 days, or we will tell you why it needs longer	In writing, with the outcome and the reasons, without undue delay

If you are still unhappy

• Work or services: We do not currently use an alternative dispute resolution scheme. If we cannot settle your complaint, we will confirm this in writing and tell you about a provider that may be able to help. You can also get free advice from Citizens Advice on 0808 223 1133, or take your claim to the small claims court.
• Personal information: you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.